Work History

Oct 2010 - Present

Assistant Manager - IT

Overseeing all aspects of IT Support Operations including IT infrastructure strategy consultation with Vice President-IT in order to ensure the appropriate IT support to the business operations. Oversee the Technical Support Services, Networking, Systems Support and IT Security. Ensuring the appropriate availability levels of IT Infrastructure with acceptable mean time between system failures as well as quick recovery times.Interact with project managers during project implementations. Ensuring technical resources are available to complete projects and implementations on time.

Manage routine IT Support including dealing with respective vendors, system down time, reporting on IT service levels, defining and tracking the IT performance.

IT Policy Management: IS Policy & Planning of Information Services, including development of internal policies and procedures, strategic workforce and Infrastructure planning.

Development and Deployment: Develop components of the company IT architecture pertaining to IT infrastructure development, standards, and practices. Provide technical guidance and assistance to HO and regional offices regarding implementation of application systems and IT infrastructure issues and practices.

As a PROJECT MANAGER (Transition & Operation)

In the role of Project Manager, worked within the different verticals of NSL Group. Responsible for managing large scale, high risk, high visibility (production support related IT projects). Performed all major accepts of a project management like project discovery, drafting and driving project plans, project sizing and forecasting, scope, time and budget management, risk identification, status reporting, closer etc.

· Monitoring program with respect to budgeted cost, demand forecasts, time over-runs to ensure timely execution of projects; conducting program closure meetings and addressing all the important issues.

· Defining escalation / response / resolution time for reported problems on the basis of critical.

· Successfully coordinated and managed the smooth knowledge transfer between onsite and offshore resources at the onsite locations.

· Monitor and record the performance of team members during the transition phase and provide feedback on the same to improve performance.

· Prepare agenda for steering committee meeting, record MOM and follow up on action items.

· Prepare dashboards to communicate the progress regarding scope, schedules, and cost to all stakeholders.

· Watch Event management for alarms and perform basic outlined troubleshooting steps and engage senior team members on event resolution.

· Coordinate the installation, configuration, administration, maintenance and issue resolution of business systems and services. Evaluate and install software patches.

· Develop procedures and methodologies to increase efficiency and performance.

· Maintained technical support best practices, workflows and compliances within team, business partners and customers.

Jul 2006 - Aug 2009

IT - Asst. Manager

Subhiksha Ltd.

Responsible for managing team of 16 internal and external (contract) IT Support for 63 retail stores IT operations and System support. Ensures excellent service levels for infrastructure and network support as well as help desk for Business Applications, POS Systems & Network functionality. Supervise all daily and weekly IT procedures. Design, implement preventive maintenance for all IT hardware & Software. Assist in developing long-term strategies and capacity planning for meeting future computer hardware needs. Support development and implementation of new computer projects and new hardware installations.